Every council seems to be doing the ‘web thing’ and redesigning their websites to meet customer needs.
First it was ‘top tasks’ then it was transactions, then it was digital by design. It’s all important but there are some key things above which I think play a massive part in getting it right.
I’ll be honest. I don’t think any local gov website has really cracked it and that’s because these things are constantly improving, changing and evolving into something better. Also one of the biggest challenges is the customer. They get used to things and don’t like change. You change something and they’ll notice it. And if it’s good or bad they’ll tell you. It’s about trying to keep improving and making it easy for everyone.